Does any body have an idea about the causes of undesired conference calls in a Call Center. Here is the scenario.
I have an 11c RLS 25.4o using SCCS 4.2 with 7 T1 lines in my call center, some times when they are talkin with a customer another agent receives a ring in the phone set but that call is actually in course with another agent, then you have a conference call, a 3 way call, the customer always get mad at the agent.... and my boss is at me.
I have an 11c RLS 25.4o using SCCS 4.2 with 7 T1 lines in my call center, some times when they are talkin with a customer another agent receives a ring in the phone set but that call is actually in course with another agent, then you have a conference call, a 3 way call, the customer always get mad at the agent.... and my boss is at me.